IT Service Desk Technician

Hydac Technology Pte Ltd - Leetsdale, PA

Full-time - Entry Level

Leetsdale, PA

5,001-10,000 employees

Merchant Wholesalers, Durable Goods

About the position

HYDAC is a family-owned and operated business with a vibrant and rewarding working environment for our employees across the country. Our goal is to provide quality products, components and services that meet our customer expectations while being committed to the protection and preservation of our environment. HYDAC's passionate team designs and manufactures a comprehensive line of innovative and reliable solutions optimized for any demand our customers require. The IT Service Desk Technician will provide first and second level technical support for all IT incidents and requests. Using state of the art technologies, they will serve as the primary interface between IT and employees and will receive, prioritize, document, and resolve or escalate requests. IT Service Desk Technicians will support all organization goals and objectives as needed. You will make an impact in this role by fielding incoming requests from end users in a timely and courteous manner, documenting all pertinent end user information and the nature of the problem or request, and recording, tracking, and documenting the problem-solving process including all successful and unsuccessful decisions made, and actions taken. You will maintain the defined Service Level Agreements (SLA's), prioritize and escalate problems to the appropriate technician when required, and work with the team to provide consistent solutions. Additionally, you will perform software updates, driver updates, search knowledge bases, and frequently asked question resources to aid in problem resolution, apply standard diagnostic utilities and methods to aid in troubleshooting, and perform preventative maintenance on devices and peripherals. You will also document resolutions and communicate trends to prevent future problems, create knowledge articles and frequently asked questions documents for end users, provide training to employees, and maintain the company's Asset Data Base for your location. Occasional travel to other HYDAC/SI locations may be required.

Responsibilities

• Field incoming requests from end users in a timely and courteous manner.
• Document all pertinent end user information and nature of the problem or request.
• Record, track, and document the problem-solving process including all successful and unsuccessful decisions made, and actions taken.
• Maintain the defined Service Level Agreements (SLA's).
• Prioritize and escalate problems to the appropriate technician when required.
• Work with the team to provide consistent solutions.
• Perform software updates, driver updates, search knowledge bases, and frequently asked question resources to aid in problem resolution.
• Apply standard diagnostic utilities and methods to aid in troubleshooting.
• Perform preventative maintenance on devices and peripherals.
• Document resolutions and communicate trends to prevent future problems.
• Create knowledge articles and frequently asked questions documents for end users.
• Provide training to employees.
• Maintain the company's Asset Data Base for your location.
• Occasional travel to other HYDAC/SI locations.

Requirements

• Experience supporting Windows 10/11 and Windows Server.
• Experience supporting Microsoft Office 365 including Teams and OneDrive.
• Experience troubleshooting network and VPN issues.
• Installation and configuration of computer hardware and peripherals.
• Experience supporting Azure Active Directory and Microsoft 365 Defender.
• Experience with Microsoft Intune Autopilot deployments is a plus.
• Exceptional problem-solving skills.
• Exceptional customer service skills with a focus on rapport building.
• Ability to present ideas and solutions in user-friendly language.
• Exceptional written and oral communication skills, strong documentation skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly, and to prioritize and execute tasks in a high-pressure environment.
• Highly self-motivated and self-directed with attention to detail.
• College diploma or university degree in an IT related field and/or 2 years of equivalent work experience.
• 2+ years in working in a mid to large enterprise environments.
• Microsoft certification is a plus.
• IT-Security certification is a plus.
• PowerShell, application scripting/wrapping is a plus.
• Ability to speak and understand Spanish is a plus.

Nice-to-haves

• Experience with Microsoft Intune Autopilot deployments is a plus.
• Microsoft certification is a plus.
• IT-Security certification is a plus.
• PowerShell, application scripting/wrapping is a plus.
• Ability to speak and understand Spanish is a plus.

Benefits

• 401K Plan
• Health Insurance
• Vacation & Paid Time Off